Hi HubSpot Community,
We use the HubSpot generated reports from Message Templates> Analyze>View Sales Content Analytics to help filter out specific emails we need for reporting. Since Feb, emails sent via outlook extension while inserting a Message Template are no longer being tracked within the reports. They are being tracked in other reports as activities, but not via Message Templates. Is there a current known issue between Outlook Extension and Hubspot, that is no longer allowing Sales Tools Message Templates to be captured in reports?
Hello @tic_user,
Welcome to the Community!
I believe what you’re running into is indeed expected behavior. I’d like to point you to this thread here - https://community.hubspot.com/t5/Sales-Email/Template-analysis/m-p/1130728
The accepted solution should help answer this and hopefully provide a workaround worth looking into!
I hope this helps!
Sam, Community Manager
Hi Sam,
Thank you very much for your quick response. I reviewed the answer provided in the thread you provided and the response, “HubSpot doesn’t track one-off emails in template analytics, which is why you’re not seeing the data there. The report gives you totals but no names” seems to be inaccurate. We were using the hubspot built reports from Message Templates> Analyze>View Sales Content Analytics which report on both by user and by template and they were reporting data until the end of February.
Hi @tic_user,
Thank you for clarification. If you’re seeing that that the Message Templates > Analyze > View Sales Content Analytics reports do track data at both the user and template level, and if this was working consistently until the end of February, then I may need to suggest that you reach out Support to confirm if this is working as expected.
I’m tagging in a few of our top contributors as well, who may have more insight into this and to see if they’ve come across similar behavior on their end- --
Hi @Anton, @SanjayKumar, and @CarolinaDeMares -- Do you have any suggestions for @tic_user on this? Have you seen any similar behavior?
Thank you!
Sam, Community Manager
Hi @SamTassey - I do have the support team looking into this issue as well (since 3/16) and I know the investigation into the issue is ongoing. Any update/findings on your end or with the developers?
Hey @tic_user,
Thanks for checking in on this thread! To give you the fastest support possible, the best spot for these updates is actually right from your open support ticket. As our team is currently investigating the issue there, and having all your notes in one place helps us connect the dots much faster. Please feel free to add any new info or questions directly to that ticket the team. Thanks again for sticking with our support team while this gets sorted.
Thank you!
Sam, Community Manager
I want to address this properly because the “expected behavior” answer you got isn’t the full picture based on what you’re describing.
What changed: Starting in early 2026, HubSpot changed how Outlook Extension activity gets classified. Emails sent using templates through the Outlook Extension are now being logged as general email activities rather than getting attributed to the specific template in Sales Content Analytics. That’s why you’re seeing them in other reports but not in Message Templates > Analyze > View Sales Content Analytics. The data is there, it’s just landing in a different bucket now.
This is a product behavior change, not a bug per se, but it’s breaking real reporting workflows for teams like yours that were relying on it before February, which is exactly what you showed with your screenshots.
Here’s what you can do right now:
The cleanest workaround is to rebuild that report yourself in the Custom Report Builder. Go to Reports > Custom Reports, use Activities as your data source, filter for Activity Type = Email, and add the “Email template” property as a column and breakdown. That property still gets populated when a template is used even though Sales Content Analytics doesn’t surface it anymore. Group by email template name and owner and you’ll get the same data you had before, just in a custom report instead of the pre-built view.
If your team is willing to adjust their workflow, sending from within HubSpot CRM directly instead of through the Outlook Extension does still attribute correctly to Sales Content Analytics. Not always practical if your team lives in Outlook, but worth noting.
On the support ticket front, you’ve already done the right thing by documenting the before and after. If you can show the exact date when the behavior changed alongside your screenshots, that’s the strongest evidence that it’s a regression. I’d escalate it and reference the February cutoff specifically rather than treating it as a general inquiry.
Hope that gives you a path forward while this gets sorted out properly.
Thank you @DanielGamboa - this is a very good work around and I have already started building reports based on how you outlined above… very much appreciate it. Through HubSpot support, they mentioned this issue should be fixed sometime in May, but I have not yet received an update, so I am hoping this will be resolved as well.
Hi @DanielGamboa - so oddly enough, the report was working properly until Friday of last week (5/8). And now, the message template IDs are no longer tracking in the custom built report. We have tried multiple tests from different account users and multiple templates and these are no longer pulling in the report. I am wondering if something broke again.
Hi @tic_user,
Thanks for posting! Could you share a screenshot of what you’re seeing? Are there any error messages, or is the Message Template IDs column just showing as blank? If you haven’t already, I’d also recommend reaching out to HubSpot Support directly as they’ll be able to dig into your portal and the report specifically. 
Cassie, Community Manager
The reporting is by account owner and is tracking activities by message template. Because it has personal info on the screenshot, I prefer not share. But there are no error messages. It is tracking message templates sent through Hubspot directly, but is not tracking when being sent through the outlook extension. I did reach out to tech support and there is an open ticket and my contact reported seeing the same thing on his end, with an issue of the outlook extension.